Moved from BT to EE but no documents sent for new contract and not showing on ne

[tjwatson300]

Hi there

I was persuaded to upgrade my braodband from BT wire to full fibre and was told over the phone that would involve transferring to EE. I was sent documents over the phone to agree to and signed up for a TV package - was not given the full details but was told that this would be provided by email and post.

The TV box was delivered and new fibre connection installed 2 days ago - all good. However I still have no documents and my BT account has been assigned as inactive, while my EE account only shows my mobile phone - and I can't link the braodband/TV account to it as I don't have an order number  for this - only an order number for transferring my existing EE mobile to the new package.

Can someone advise please? Thanks.

[Michael_D · Accepted solution]

Hi @tjwatson300 

Thanks for coming to the community.

You would normally get a confirmation email with your package details on shortly after placing the order, but you'll also be able to see what you have when the broadband account is linked to your existing EE account.

Did you receive anything with your broadband account number? It should start GB followed by numbers.

If you have, you can login to your current mobile account on the EE app or the EE website and scroll to the bottom of the page to follow the steps to link your account.

If you don't have the account number, or that doesn't work, the best option would be to speak to our customer service guides who can bring up your details and help to get it all linked up.

Michael

[Schockwave]

@tjwatson300 , have you checked your spam/junk folder to see if anything is there?

[tjwatson300]

Thanks Michael

No haven't received anything with broadband account number.

Guess will have to try the customer service gudes as recommended. Thanks.

[tjwatson300]

Thanks for the reply.

No nothing in spam or junk I'm afraid.

Thanks

Tina

[JimM11]

@tjwatson300 Try to send the text HELP to 66033, that should prompt a guide to call you, have THEM deal with linking your accounts as that will be more than likely the best way to get it working and saving you all the heartache....